Frequently Asked Questions
We have an extensive list of answers to questions we receive from customers around the world. Its a great place to find information on shipping, products and services, and how to find lenses for your sunglasses.
General Questions about The Sunglass Fix Products and Services
The Sunglass Fix has made a conscious decision not to carry glass lenses. Glass is heavy, breaks, and can be difficult for customers to replace in their frames. Glass has no flexibility so is prone to breaking frames or the lenses upon install.
From a quality aspect The Sunglass Fix lenses are made from a material called Polyamide which is flexible, lightweight and strong. The polyamide is similar to Trivex, a newer technology in lenses and provides very similar optical clarity to glass. This is far superior to Polycarbonate lenses which have a much higher aberration and refraction index.
Glass is hard therefore inherently scratch resistant. However, our lenses also have strong scratch protection and we feel that if you weigh up the added comfort of a lightweight lenses that doesn't break on impact you'll find our can last longer than glass. We expect our lenses to last 2-5 years if not longer if taken care of. Polarized typically have a marginally shorter lifespan than regular lenses due their complex construction.
Hi Mike, if you use PayPal express (hit the yellow button) rather than going through the entire checkout and then hitting PayPal you won't have to enter address information.
PayPal express is the only option that will bring back you shipping information to websites. Traditional PayPal payments act just like a credit card in that you can put whatever address you want then use PayPal just to pay. The information you enter on our site remains the primary information for shipping.
Hope that helps, Craig and the Sunglass Fix Team
Unfortunately The Sunglass Fix is unable to make single mask lenses that cover both eyes. The frames must support two separate lenses. We are hoping that we will have this technology in the future but at the present time the only option we can point you to is contacting the oriiginal manufacture. If they are unable to help you please consider getting sunglasses with two lenses for your next purchase and The Sunglass Fix will keep them scratch free for years.
Hi, we have an area dedicated on our site to DIY Repairs.
As for cleaning lenses, we would suggest that periodically you use warm, soapy water to clean your sunglass frames and lenses.
Before you start with your dishes and the water is clean, pop in your sunglasses and use your fingers to rub the lenses and frame and clean off any grime build up.
Once complete, use your microfiber cloth to dry them off and remove any excess water.
- Clean lenses with tissues or any paper product. They are extremely abrasive and will scratch them.
- Clean them with your shirt. While I do it all the time you just need to ensure it's a soft, non abrasive material if you choose to do so. Some fabrics are abrasive. Newer cotton t-shirts are usually ok but as they get older or dirty they can become abrasive.
- I also always try to use the inside of my shirt as that's typically cleaner. Remember, sand and dirt do not mix well with lenses and the pressure applied during cleaning can be enough that a sharp small object will scratch any lens material made today.
The Sunglass Fix prefers that customers place an order before shipping their sunglasses in for new custom made lenses. We handle a lot of sunglasses at any point in time. In order for us to process your orders efficiently and keep our cost down we need to be able to open a job and work on it until it is ready for return delivery.
If we have to call up customers to figure out what lenses they want, collect payments, and get an order into the system the time it takes increases dramatically. This holds up other customers getting their work completed and increases our cost which will eventually have to be passed on by our raising prices.
The Sunglass Fix designs, shapes, packages, and ships all of its lenses from it's central lab in Australia. We calculate that this is approximately 70% of the final product components which legally allows us to state they are Australian Made.
We also use 100% Green energy (renewable energy) to run our entire Australian lab making our lenses one of the best environmental choices available for consumers.
We do source some raw materials from overseas. For example, we source our polarisation film from Japan. We feel they have one of the best performing and natural film available.
We also have contract manufactures overseas that product our lens raw materials. However, then entire lens manufacturing process is strictly controlled on all levels of the production process ensuring we only produce Grade A lenses for all of our customers.
We pride ourselves in quality delivered at the most cost effective level possible.
In the rare case you do have a fit problem please do the following:
- Please ensure you've watched the Installation Videos Here.
- Call us or email us on firstname.lastname@example.org
- Please Provide:
- Complete model number of your sunglasses. This is usually found on the left inside arm of your sunglasses. If you have discovered you ordered the wrong lenses still contact us. We will exchange them for you. A $10 restocking fee may apply as we have to reship and repackage the incorrectly ordered lenses.
- Description of the problem:
- Too Large
- Too Small
- Not even the right shape
- Damaged during Transit
- Wrong colour and so on.
Our goal is to help customers get new lenses in their sunglasses. We will do almost anything to ensure this happens.
Customers wanting Custom Made lenses or just having us install the lenses for you can take as little as 1.5 weeks but generally longer due to the postal time involved with getting your frames back and forth to our lab.
We will normally contact you after 5 business days if the jobs require more time.
Making lenses is more complex than you imagine and the average jobs takes well over an hour to complete. Additionally, we have no control on when people decide to return their sunglasses too us. Some days we get a few pairs in, other days over 20.
If you are in a hurry please contact us or write on the outside of the package URGENT and include a note as to why and when you need them and we will do what we can to accommodate your request.
Example of an Australian Pick up and Delivery Service.
Day -2-4 Pick up Kit in Mail
Day 4 Pick Up Kit Arrives and Mailed Back to The Sunglass Fix Express Post
Day 5-6 Travel Time for Express Post. 2 Days required from most destinations as we are outside network.
Day 7,8 Normal Turn Around Time
Day 9-11 Normal Expected Shipping Time via Registered Post for East Coast Customers.
Total Time 2 Weeks:
Example of Order where Customer Ships In:
Day2-3 Postal Time Express Post
Day 4-5 Normal Lens Processing Time
Day 6-8 Return Postage
Total Time 1.5 Weeks
Example of International Custom Made Lenses:
Day 1-8 International 1st Class Post Shipping from West Coast USA (add 5 Days from East Cost or Europe)
Day 9-10 Normal Lens Processing Time
Day 11-19 Return 1st Class Post
Total Time 4-5 Weeks.
The Sunglass Fix will email you as soon as it's physically dispatched. Almost all orders placed before 1pm Australian Eastern Time are dispatched on the same business day. Mondays can be an exception due to processing of weekend orders. Orders placed on Monday after 10am are usually processed on Monday but ship on Tuesday.
If you have not received an order receipt by email within 20 minutes of ordering please check your junk/spam box first. If the email still can not be found contact us. Most likely the email was entered into our system incorrectly and we will fix it for you and reissue your receipt.
Additionally, an order processed email letting you know the order was shipped will be sent to you. For Lens Only orders you can expect this towards the close of the same or next business day of your order. Please keep in mind weeekends, holidays, and the time difference as Australia is 1 day ahead and a few hours behind places like US and Europe.
If you can not locate the emails then please contact us here.
Once the goods are dispatched please wait for 1 week longer than the expected shipping timeframe to expire before contacting us. The package will be in transit and we will have limited or no information for you. 1st Class Mail is very dependable but we have no idea which airport your package may be sitting in. However, rest assured, we will ensure you receive your goods.
No, we do not have any branding on our lenses.
Sorry, due to the extremely high cost AMEX charges us, (ariound 6% of the sale), we can not accept it and keep our prices low. However, we do accept Visa, MasterCard, PayPal, and most Debit Cards with the Visa or MasterCard emblem.
Contact your card company first and tell them to cancel your card because it's been stolen. Then contact us so that we can liaise with your card company to get the money refunded.
Returns and Exchanges Frequently Asked Questions (FAQs)
The Sunglass Fix may charge $10.00 for each pair of lenses that require restocking. This fee does not apply if The Sunglass Fix is at fault or the product is defective.
We try to do everything to ensure customers get great products at a great price. We provide free worldwide shipping and perform exchanges for customers for any reasons they may have to help ensure you get what you want.
However, one of our biggest operational cost is fulfilling orders multiple times due to customers wanting a different colour or ordering the wrong lenses for their sunglasses. Restocking the returned lenses is harder than it sounds. When lenses are returned they have to be carefully inspected for damage, repackaged and labeled, and put back into inventory. Many times the lenses have to be discarded due to poor packing on the customers side.
Please understand. we try our best to understand how the problem occurred. If it's our responsibility in any way there will be no fee. However, if customers ordered the wrong size or colour we the restocking fee will be charged.
If the products were damaged in-transit then please contact us and we'll exchange them for you or refund you in full when they are returned.
We have been mailing lenses around the world for 7 years now so have designed our mail packaging in a manner that makes this an extremely rare case.
The Sunglass Fix will exchange your lenses for the correct model or a different color or refund you in full upon return of the incorrect lenses.
In both cases a $10.00 restocking fee may apply.
Please fill out a Return Authorization Request here.
- Order Number off your Invoice
- The complete model number off your sunglasses
- Reason for Exchange or Refund request.
The Sunglass Fix will get back to you within 24hr during business hours with instructions for how to proceed.
The Sunglass Fix has a 6 month return policy.
- Order Number
- Full Name
- Reason for Return
Shipping/Delivery Frequently Asked Questions (FAQs)
We strive to make replacing your lenses an economically viable option over buying a new pair. That's why we offer free shipping to all countries in the world.
We also heavily subsidize other shipping services such as DHL ecommerce and Australia express Post which do provide tracking. If tracking is important please select these options during checkout..
Tracking service is available as a check out option as an additional expense. If for some reason tracking is not available to your country (usually this implies your country has not updated it's postal system to the global tracking standard) we will notify you and refund the tracking service fee or entire order if you do not want us to ship without tracking.
Australian orders take 2-6 days to arrive and travel 1st class post.
The Sunglass Fix uses Australia Post for all of its domestic shipments.
1) Double check your address on your email receipt. This delivery address is the Exact Address our computer systems used to print you mailing label. Contact us immediately if it requires any changes or clarifications.
2) Try to avoid shipping to work addresses. Of the few packages that have not been delivered, the majority have been sent to work addresses. We feel most of them are lost within the internal mail at the work addresses.
Shipping for Replacement lenses is free to any destination in the world.
While most orders are shipped on the same or next business day, shipping times vary around the world.
Shipping within Australia takes 2-5 business with some remote areas taking a few extra days.
International destinations vary.
If you want us to install or lenses or custom make you a pair of lenses shipping charges apply.
- You have two options:
1) If you mail in your frames there is a $7.95 charge for us to return your frames.
2) In Australia we also have our pick up and delivery service. We mail you out a flat packed box, packing material, and a pre-paid return envelope. We then return the complete sunglasses back to you. This service cost $14.95. Either Option is selected by customers during checkout.
Outside of Australia:
We have no ability to send out a pick up kit and it would take way too long. Instead customers send in their own frames and we mail back your sunglasses with tracking using DHL ecommerce.